Operations
Building a Structured Problem Resolution Process
Xyicon
Problem Manager
2025–2026
117%
Increase in quarterly problem resolutions
The situation
The objective was to move from resolving incidents individually toward addressing underlying recurring causes through a more structured problem-management process.
My responsibility
Initial prioritisation was mainly done by the CS Manager.
Narain coordinated investigations, tracked RCA and corrective actions, worked cross-functionally, monitored progress and drove closure.
The approach
Track problem items beyond incident closure.
Coordinate investigations with the right internal teams.
Maintain visibility over RCA and corrective actions.
Follow through until closure and capture progress over time.
The result
Quarterly problem resolutions increased by roughly 117% over three quarters, showing stronger operational follow-through on recurring issues.
What this demonstrates
“I moved beyond resolving individual customer issues and took ownership of improving the system used to identify, investigate and eliminate recurring problems.”
Looking for someone who can connect customers, operations and delivery?
I bring customer-facing ownership, commercial awareness and structured operational thinking to complex B2B environments.